Activate ServiceNow Otto for Virtual Agent for case intake

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Activate Virtual Agent and set it to discoverable to enable case intake within the Request care team assistance agentic workflow.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > AI Agent Studio > Overview.
    2. In Agentic Workflows, select Request care team assistance.
    3. In Select channels and status, navigate to Virtual Agent.
    4. Toggle Display to on.
    5. In Assistants where AI Agents are discoverable, select ServiceNow Otto for Virtual Agent (default).
    6. Select Save.

    Result

    ServiceNow Otto for Virtual Agent is now available to initiate the Request care team assistance agentic workflow.